ANALISA PENGGUNAAN METODE SERVQUAL PADA JASA LAYANAN KURIR (STUDI KASUS PADA “PT XYZ†DI JAKARTA)

Abstract

The Objective of this research is to know how far the five dimensions and 22 items from the original SERVQUAL dimensions by Parasuraman, Zeithmal and Berry can be applied in Courier Service Industry in Jakarta. We use PT XYZ as the case study, since PT XYZ is one of the most famous
Courier Services in Jakarta.The result from this research, we found from the Factor Analysis that there is four dimensions with 22 items from the original servqual items from Parasuraman can be applied to measure Service Quality in PT XYZ. But that dimension has not stabile yet. So the SERVQUAL dimensions can be different for another Courier Service Company.From the four dimensions, we found that there is
significance difference between the expectation and the perception from the PT XYZ’s customer and the biggest Gap come form Reliability.
Keywords: Servqual, Factor Analysis, GAP